Solving Life's Little Riddles...One Day at a Time.

August 28, 2006

Today's Notable Quote: "We'll get you there as quickly and SAFELY as possible." - standard pre-flight announcement from the cockpit of most commercial airliners.

Quickly. Safely. If possible. That's the hope, and in my case, the reality thus far. I am impressed with the thorough, professional approach to flying demonstrated by the vast majority of the uniformed crews that man the flights I've boarded during the past 20-plus years.

Prior to 911, I wondered (often aloud) how the airline industry would handle the burgeoning number of flyers (particularly the rapidly-growing group of tourist passengers). As we know, one act of terrrorism solved the demand problem--and nearly decimated the industry in the process.

Post-911, I often find myself wondering where the people who once prided themselves on their sense of self-determination are. Are they driving? Are they teleconferencing? Are they retired? Or are they cowering in fear...playing into the hands of those who would forever change our way of life--a way of life built on the principles of "life, liberty, and the pursuit of happiness"? Hopefully not the latter.

Time will tell whether or not the airline industry can overcome the fearmongers and the weak-minded.

For the sake of our children and their children...I hope we have the resolve to live our lives in the face of adversity.

August 25, 2006

Today's Notable Quote: "If they can't afford to pay us what we want...let them shut the @3%% down!" - spoken by an irate employee at a Retail Clerks Union meeting on the occasion of a vote on accepting the company's 3 year employee contract offer.

Having been on both sides (hourly employee and management) of the labor aisle as it relates to the union/strike issue, I would caution the employees of Northwest Airlines to think long and hard about striking their employer.

As a multi-million mile flyer, I can see that the airlines are still battling to get back to a position of profitability which will allow them to expand and improve service, upgrade equipment--and to reward the people who have been willing to accept short-term sacrifice for longer-term gain.

Walking out usually means less money and fewer benefits in the long-run. It also means, in many cases, that a search for another job is imminent.

I hope for the sake of the many good Northwest Airline employees and flyers that cautious wisdom prevails in this situation.

August 23, 2006

Today's Notable Quote: "Too few people understand a really good sandwich." - James Beard

Thanks to the compulsive gambling habits (and purported laziness) of John Montague (the 4th Earl of Sandwich), we can enjoy virtually any combination of meats, vegetables, cheeses, etc. between slices of bread and call it a "meal". Many "foodies" recognize August as National Sandwich Month. In light of this, today's link delves briefly into the interesting history of the sandwich. the Old English word sandwic means "sandy place" or "place on the sand."

August 17, 2006

Today's Notable Quote: "It is time for physicians to realize just how prevalent this is..." Dr. Gregory Moran of UCLA --referring to the alarming increase in the number of staph skin infections uncovered in his recent study.

Bugs in my food, bugs on my skin...

The more you read, the more you learn about things you wished you didn't know. This is not to suggest that we should remain willingly ignorant, but, as eighteenth-century poet Thomas Gray once said: "where ignorance is bliss, 'tis folly to be wise." If, despite my words of warning, you wish to "wise up"...read on.

August 08, 2006

Today's Notable Quote: "The first generation of children who had watched television during a significant part of their childhood, sat down to take its first college boards during the mid-1960's, just as the decline began." - Marie Winn, from The Plug In Drug.

Link above to read about how supermarkets are complicit in the "silencing" of your children. Link below to read a review of Marie Winn's book "The Plug In Drug" which chronicles the impact of television addiction on the American family.

August 07, 2006

My years of experience in the service industry have taught me these basic principles for getting to the "root of a service issue":

1) If you want to know what the "real" issues are at the point of customer-contact, you've got to talk to the people who are part of the process.

2) In most cases, it's easier to have a dialogue with the front-line service person than with the customer.

3) If you ask the service person to describe the challenges, etc. --they will almost always give you their assessment of the situation (sometimes slightlyembellished).

4) At this point, if the supervisors listen and act on at least a few of the issues raised, immediate progress will result.

Every service and experience-based organization faces these situations on a continuing basis. Not daily or hourly, but on a moment-to-moment, transaction-by-transaction basis. Even the highly-touted Starbucks organization is facing scrutiny for delivering "lower than expected" growth in their most recent reporting period. Starbucks employees are talking about issues in their online "chat room" -- and are coming up with some pretty good ideas about how to make things better for the barristas and their caffeine-addicted clientele. Read the link to the Brand Autopsy article on Starbucks as you enjoy a mocha latte today...

August 02, 2006

Today's Notable Quote: "Everyone is replaceable, but no one is duplicatible." -SD

This morning as I travel through the Atlanta Airport another time (well past 1,500 visits at last count), I am thinking about the difference the people around me have made in my life. My wife comes to mind first - and all I can say is "Wow"...she is a terrific person...and one of the most giving people I have known. My parents, in-laws, and children (and my grand-daughter) are next - a collection of folks with big personalities and hearts to match. Friends, colleagues and Clients come next - wouldn't trade away any of them (at least on most days).

Think about the people in your lives...where would we be without them?